Business Profile
Financial Services
HSA BankThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Financial Services.
Complaints
This profile includes complaints for HSA Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 123 total complaints in the last 3 years.
- 50 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/05/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My former employer ********, reimburses me and my wife $100 each every month to cover our costs for a ******** supplemental policy. ******** sends this money $100 every month to HSA bank and they are supposed to forward this $100 to us. We only partial payment For Feb 2025 and nothing for March 2025. I have contacted their service **** on several occasions and they always promise to resolve this matter but nothing changes. Last year I contacted the BBB on the same matter and it got resolved quickly. I'm hoping you can do the same this year again.Business Response
Date: 03/18/2025
A written response dated 3/18/2025 was mailed to the clients and addressed their concerns.Initial Complaint
Date:03/04/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
HSA BANK sent Rollover Check on 02/10/2025 to ****** ******. We do not have an active account with ********************** & this money belongs to ************** ******************* in *******, ***** *****. Phone #************, Fax #************. Called HSA Bank requesting $13.74 be returned to Grace ********* Sent four emails to HSA BANK with No response. THIS MONEY BELONGS TO ***** WELLNESS. For *** audit purposes, a check made payable to ****** ****** is unacceptable. HSA Bank, please return $13.74 to Grace ******** ************* *******, *****, *****.Business Response
Date: 03/14/2025
A written response addressing the client's concerns was mailed on March 14, 2025.Initial Complaint
Date:02/28/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I just today discovered a string of fraudulent charges in my *** account. After contacting the company (HSA Bank) they have directed me to contact the bank to dispute them, however it seems they were negligent in recognizing or alerting me to these activities. Some research online shows other people experiencing the same issue with this provider. I believe the card I was originally issued was intercepted in the mail and was activated. I also think that bad actor was using it without an online account setup so essentially there were no verifications in place other than that person calling to activate the card. I also see that the activity stopped in March of 2024. I am not sure why but the card was never used again. I would like to find out what stopped the charges and if HSA Bank detected the fraud and stopped the account, why was I never notified? Did they make any effort to reach out? I never received any physical mail from them with an alert. I am disputing the charges, but they are long past the 60 day recommended reporting period for this type of fraud. They are just washing their hands of the issue and it seems like they are a large part of the reason this fraud was able to occur.Business Response
Date: 03/05/2025
March 5, 2025
The client has been sent a detailed response addressing his concerns via US Postal mail to the address we have on file.
Initial Complaint
Date:02/24/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Requested a distribution from my *** account in January 2025 for $110.06. Check for $1100.06 was sent in error. I did not cash. Sent the difference to them ($990) as an adjustment so that i might cash the check. HSA Bank listed it as a contribution for 2025. I am retired and over 65 and can no longer make contributions. I called January 30, 2025, and spoke with *** ********* a supervisor. She stated that they would stop payment on the check for $1100.06, reissue a check for $110.06 and asked me to submit an HSA contribution reversal form and tax correction form (copies enclosed). After many attempts at resolution, I was able to confirm cancelation of the check with restoration of the $1100.06 to my account (although the ledger entry states that it was a correction for a contribution, not a correction for a distribution), and reissue of a distribution for $110.06. I have since contacted them on several occasions for the tax correction and the reversal of contribution for $990, each time I was told that it was being processed and would be resolved in a matter of 2-3 days. Ultimately, I received a letter in the mail stating that there was not a contribution matching the request and the two forms, tax correction and contribution reversal, were enclosed. I was advised to fill the form out again (no other instructions were given). This is not true. The ledger clearly shows a contribution from my bank for $990, and the website clearly shows that I have made a contribution for 2025 in the amount of $990. I spoke with a supervisor last week who understood the error and stated that he would escalate it to a higher level for evaluation. If I did not hear back from him by last Friday, he said I could call him back. When I tried to reach him last week and this week, I was told he was not available. I was denied opportunity to speak with another supervisor. When i pressed the request, I was told someone would call back. I was told this before, and to date have not been called.Business Response
Date: 03/03/2025
Please note that a written response dated March 3, 2025, was mailed to Mr. ******** addressing his concerns.Customer Answer
Date: 03/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response was only a letter stating that they were looking into the matter. No information regarding how or when the matter would be resolved.
Regards,
******* ********Business Response
Date: 03/03/2025
Please note that a separate letter dated March 3, 2025, was mailed to the client fully addressing his concerns. The initial letter was an acknowledgement informing the client we were in receipt of his complaint.Customer Answer
Date: 03/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed.To date, only part of my complaint has been addressed. HSA Bank has returned $990 contribution made erroneously for 2025. The account still shows that I made a contribution for 2025 in the amount of $990. My concern is this will be reported at the end of this year. I am in the process of transferring my account to a different institution and would like for this error to be addressed prior to the closure of my account.
Regards,
******* ********Initial Complaint
Date:02/12/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My *** account was charged a recurring monthly fee by a Cryotherapy of ************, June 27, 2024. Cryotherapy of ************ closed end of May, 2024. I reported to HSA bank the fraudulent charge, mailed printed copies of website announcing closure and mailed required documentation. Spoke with a representative at the time and received follow up written communication 7/23/2024 and 9/6/2024 that their investigation was complete and credits issued permanent. (claim #D2419700890) *** allowed my account to continue to be billed monthly, July thru December 2024. I noticed in a year end review. I immediately contacted HSA bank. I was told by ***** ******, Specialist Lead *** that I needed to complete the request form for all of the transactions even though he could see the previous claim and closed investigation. He advised me that he was going to shut off card and reissue a new card. They don't have internal controls or monitoring for investigated, proven fraud other than to shut off the card number. He was going to investigate why that had not occurred prior. My new claim #D2502200337. I submitted a request for reimbursement for July thru December. I received written confirmation of my request for all 6 months, $1,050.00 I received a 2nd written communication indicating a provisional credit for 4 of the month. I called ***** and he advised me that he did not have the ability to communicate with any of his colleagues in claims processing division. (There is no way to contact claims.) It is not clear if they will reimburse for all 6 months. (90 day look back) HSA proved that my claim was accurate, the cryotherapy business was closed. they don't have appropriate fraud, risk management controls in place and at this time will not confirm that they will reimburse for the $1,050.00 I received a letter dated 2/5/2025 advising they need more information and proof that I have engaged with the merchant first to resolve. been about 6 weeks. delay, deny, delay.Business Response
Date: 02/26/2025
February 26, 2025
A written response addressing the client's concerns has been sent via US Postal mail to the address on file.
Initial Complaint
Date:02/04/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I requested fund rollover from HSA bank to Fidelity last December. But it took over *********************************** their bank. I made several calls. Everytime they promised finishing rollover within 24 hours, but this never happened with giving me any explanations. ******** also contacted HSA bank twice, but still nothing happened. I requested HSA Bank finish rollover within 24 hours, and called me for an ********************* for delay.Business Response
Date: 02/11/2025
A written response dated February 11. 2025, addressing the client's concerns was mailed.Initial Complaint
Date:02/03/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
HSA Bank refuses to transfer my assets to ********.Business Response
Date: 02/12/2025
A written response, dated February 12, 2025, was mailed to Mr. ****** to address his concerns.Initial Complaint
Date:01/31/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi, I still have not received my account cancellation reimbursement check. On 1/17 I spoke to supervisor *** ********. The center claims my check is in the mail but I never receive it after waiting the 7-10 business days multiple times. My account has been closed for almost two months. The *********************** has been unable to help me. Could you please help me or assign my case to someone competent? I already emailed the HSA Bank CEO as well.Business Response
Date: 02/04/2025
A written response with full explanation addressing the concerns outlined in the complaint has been sent to the client via US Postal mail.Initial Complaint
Date:01/25/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I know HSA Bank is owned by Webster Bank. I opened an *** account with **********************. I transferred my *** funds from a Fidelity HSA to my HSA Bank HSA account. I linked my **** Checking Account to my *** account so I could make deposits.On JAN 16 I was asked to provide my **** Checking Account statement for "Ownership Verification." How about the linking of the two accounts is plenty of ownership verification? I sent the **** Checking Account statement. I received a receipt from HSA Bank on JAN 16 and was told it would take two business days to verify.On JAN 21 I called again because my account is still locked out. I was told by "****" that a mistake was made and my case was now requiring "Identity Verification." **** was trying to contact the idiot that made the mistake. I sent the **** Checking Account statement two more times and received two more receipts. My call was disconnected and I was sent to a phone survey.On JAN 25 I called again because my account is still locked out. Now I am told that my "Identity Verification" will take another 48 business hours, making it JAN 28 before my account will possibly be unlocked. I was asked two simple questions to provide "Identity Verification."All I want to do is deposit funds into my HSA Bank HSA account so I can pay for prescriptions, co-payments, etc. I am diabetic and I take insulin every day. Why does 48 business hours really mean two weeks? Why does HSA Bank sit on its hands?Business Response
Date: 01/29/2025
Client was sent a detailed written response via US Postal Mail addressing the concerns outlined in the complaint.Customer Answer
Date: 02/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[HSA Bank did release my account on 27 Jan 2025 without explanation or apology for bungling the process. They have one response: to lock your access to your money and your dashboard. No email, no letter by 3 Feb 2025]
Regards,
******* ColdBusiness Response
Date: 02/04/2025
Once again, a written response with full explanation addressing the concerns outlined in the complaint was sent to the client via US Postal mail on January 29, 2025.Customer Answer
Date: 02/11/2025
Yes, I did receive a letter from the bank saying they were going to send a letter. LOL. Then I received a letter saying they had released my funds, but the letter contained NO explanation about why they had held my funds. Then I got a phone call from a bank employee apologizing. I asked him what he was apologizing for? He had no idea. I complained that he was wasting my time.
The problem is that the bank MISCLASSIFIED the issue: first they asked for Proof of Account Ownership, which I sent. But the issue was Proof of Identity, which I did over the phone in about 8 minutes. But still, the bank would not release my HSA funds. The bank CONTINUED to hold my funds-- this is a tort called CONVERSION. They don't know what they're doing.
If it was just a mistake, then admit to the mistake. How will the bank prevent this kind of mistake in the future?
Initial Complaint
Date:01/24/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried to log in to my *** account this morning and the password would not work. I tried resetting the password using ****** Chrome and it would not reset. I called customer service and was told that customers can't reset their passwords from ****** chrome. it has to be ********* edge. the *** had me delete my cookies and caches, so now i'll have to set all that up again on the sites i use. The first temporary password did not work. I was able to reset from the second password. The phone call took ************************************************************** the first place. The process is exceedingly clunky, hard to use, and represents a serious need of an IT department overhaul. I'll look for another company who can service my *** effectivey. infoBusiness Response
Date: 01/28/2025
A written response dated January 28, 2025 was mailed to Mr. ******* addressing his concerns.
HSA Bank is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.